The Service-Oriented Enterprise with ServiceNow

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Every department in the enterprise is a service provider. While service relationships are well defined and automated within IT, they are often inefficient, unstructured or non-existent in other enterprise service domains. Georg Maureder, Solution Architect EMEA at ServiceNow will tell you how savvy IT leaders view this as an opportunity to help their business peers replace inefficient email-based service request and fulfilment processes with a proven IT service model.

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The Service-Oriented Enterprise with ServiceNow

  1. 1. ©  2014  ServiceNow  All  Rights  Reserved   1   The  Service-­‐Oriented   Enterprise   Georg  Maureder   The  New  Age  of  Service  is  Now   Solu;on  Architect  EMEA  
  2. 2. ©  2014  ServiceNow  All  Rights  Reserved   2   2,200+   Enterprise  Customers   2,100+   Employees     Major  Sites   San  Diego,  Silicon  Valley,  SeaGle,  Amsterdam,   London,  Sydney     ServiceNow  –  The  Enterprise  IT  Cloud  Company   *Expected  2014  Revenues   $13M   $28M   $64M   $128M   $244M   FY12  FY11  FY10  FY09  FY08   $424M   FY13   *$652M  to   $657M   FY14   $139M   Strong  Revenue  &  Growth   PlaTorm  Designed  to  Manage  Service   Rela;onships  in  the  Enterprise   Highly  Secure  and  Available  Enterprise  Cloud   SaaS  Business  Model   Enterprise  IT  Cloud  NYSE:  NOW   $478M   Trailing  12-­‐Month  Revenue  
  3. 3. ©  2014  ServiceNow  All  Rights  Reserved   3   Service  InnovaOons:  Retail  
  4. 4. ©  2014  ServiceNow  All  Rights  Reserved   4   Service  InnovaOons:  Personal  Banking  
  5. 5. ©  2014  ServiceNow  All  Rights  Reserved   5   Service  InnovaOons:  EducaOon  
  6. 6. ©  2014  ServiceNow  All  Rights  Reserved   6   Service  InnovaOons:  Restaurant  
  7. 7. ©  2014  ServiceNow  All  Rights  Reserved   7   Back  to  IT…  
  8. 8. ©  2014  ServiceNow  All  Rights  Reserved   8   The  Future  of  Enterprise  IT   IT  Cloud   Line-­‐of-­‐Business   Infrastructure   Applica;ons   ?  
  9. 9. ©  2014  ServiceNow  All  Rights  Reserved   9   The  Service  Model  Defined   REQUESTER   PROVIDER   Five  pillars  of  enterprise  service  management   Service   Experience   Service   AnalyOcs   Service   Delivery   Service   Assurance   Service   Taxonomy  
  10. 10. ©  2014  ServiceNow  All  Rights  Reserved   10   Service   Experience   Service   AnalyOcs   Service   Delivery   Service   Assurance   Service   Taxonomy   Service  Taxonomy:  Defining  and  Classifying  Services   REQUESTER   PROVIDER  
  11. 11. ©  2014  ServiceNow  All  Rights  Reserved   11   Service  Taxonomy:  Service  DescripOon  
  12. 12. ©  2014  ServiceNow  All  Rights  Reserved   12   Service  Taxonomy:  Service  DescripOon  
  13. 13. ©  2014  ServiceNow  All  Rights  Reserved   13   Service  Taxonomy:  Service  DescripOon  
  14. 14. ©  2014  ServiceNow  All  Rights  Reserved   14   Service  Taxonomy:  Service  Designer   •  Create  new  services  from   anywhere   •  Audited  creaOon  process   •  Decentralized  content   administraOon  
  15. 15. ©  2014  ServiceNow  All  Rights  Reserved   15   Service   Experience   Service   AnalyOcs   Service   Delivery   Service   Assurance   Service   Taxonomy   Service  Experience:  Where  Taxonomy  Meets  Systems   REQUESTER   PROVIDER  
  16. 16. ©  2014  ServiceNow  All  Rights  Reserved   16  
  17. 17. ©  2014  ServiceNow  All  Rights  Reserved   17  
  18. 18. ©  2014  ServiceNow  All  Rights  Reserved   18  
  19. 19. ©  2014  ServiceNow  All  Rights  Reserved   19  
  20. 20. ©  2014  ServiceNow  All  Rights  Reserved   20  
  21. 21. ©  2014  ServiceNow  All  Rights  Reserved   21   Service   Experience   Service   AnalyOcs   Service   Delivery   Service   Assurance   Service   Taxonomy   Service  Delivery:  From  Workflow  to  OrchestraOon   REQUESTER   PROVIDER  
  22. 22. ©  2014  ServiceNow  All  Rights  Reserved   22   Service  Delivery:  Demand  Management  
  23. 23. ©  2014  ServiceNow  All  Rights  Reserved   23   Service  Delivery:  Project  Timeline  
  24. 24. ©  2014  ServiceNow  All  Rights  Reserved   24   Service  Delivery:  Project  Timeline  
  25. 25. ©  2014  ServiceNow  All  Rights  Reserved   25   Service  Delivery:  Task  Boards  
  26. 26. ©  2014  ServiceNow  All  Rights  Reserved   26   Service   Experience   Service   AnalyOcs   Service   Delivery   Service   Assurance   Service   Taxonomy   Service  Assurance:  The  Fusion  of  Service  and  Systems  Management   REQUESTER   PROVIDER  
  27. 27. ©  2014  ServiceNow  All  Rights  Reserved   27   Service  Assurance:  Event  Management  
  28. 28. ©  2014  ServiceNow  All  Rights  Reserved   28   Service   Experience   Service   AnalyOcs   Service   Delivery   Service   Assurance   Service   Taxonomy   Service  AnalyOcs:  From  Data  to  InformaOon   REQUESTER   PROVIDER  
  29. 29. ©  2014  ServiceNow  All  Rights  Reserved   29   Service  AnalyOcs:  Performance  AnalyOcs  
  30. 30. ©  2014  ServiceNow  All  Rights  Reserved   30   REQUESTER   PROVIDER   Service   Experience   Service   AnalyOcs   Service   Delivery   Service   Assurance   Service   Taxonomy   Enterprise
  31. 31. ©  2014  ServiceNow  All  Rights  Reserved   31   Resumé   The  Service-­‐Oriented  Enterprise   How  ServiceNow  can  support  customers  with  defining  a  service   model,  provide  an  end  to  end  service  experience  and  assure   service  delivery  and  analyBcs.  
  32. 32. ©  2014  ServiceNow  All  Rights  Reserved   32   Enterprise

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